A-Z claim with instant refund to buyer
Hi I received an order for a Dyson hairdryer at over £350. I then received a message from the buyer asking if they could change the delivery address. A few minutes later I received a message directly from Amazon customer service asking if the delivery address could be changed and providing the new address.
I would never change it just from the customer asking but as it was Amazon asking I changed the address and sent the item with tracking.
After a few weeks an A-Z claim was opened by the buyer stating that they contacted Amazon 3 times as had not placed the order and that the delivery address was not their address.
Even though I had received no correspondence from the buyer or Amazon prior to the A-Z claim the buyer was given an instant refund from my balance and the claim instantly closed.
I have submitted an appeal but had a response that Amazon is not changing their decision of closing the claim in the buyers favour.
Is there anything else that can be done as the problem has been caused by a lapse in Amazon security? Thanks
0 replies
Seller_hC0hNVDuILaKO
Regrettably you will probably not get anywhere with Amazon since you did not send to the address on the order.
As you have found out, NEVER send an item, especially one this expensive, to any address other than the original one on the order.
The auto granted A-Z is following current policy because obviously the tracking you have does NOT show delivery to the address on the order.
Your only possible hope is to appeal to the executive office stating that SS specifically requested that you send to the amended address.
managingdirector@amazon.co.uk
In addition you could send the buyer a letter before action demanding either payment for your goods, or the return of them in original condition, and stating that failure to do so will result in you instigating small claims court action, which will include the retail cost of the goods, all court fees and your reasonable admin costs of £xxx.
Include a date for the above actions to be complied with.
A claim can be opened cheaply and easily online.
If the buyers account was hacked then you may have a fight on your hands now that the refund has been processed though and if that is the case then you may have to open the claim against Amazon instead, citing the SS request in your claim.
Good luck.
